Complaints Procedures

Verbal complaints

If a patient complains on the telephone, at the reception desk or anywhere else in the practice, we will listen sympathetically to their complaint and make notes about his/her issues or problems, provided that the patient consents to us doing this.

Having first listened to the patient’s complaint, we will offer to refer him/her to Peter Johnston immediately. If Peter Johnston is not available at the time, the patient will be advised of when they will be able to speak to him and arrangements will be made for this to happen. If the patient has consented to their concerns or issues being written down, the team member will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable time period or if the patient does not wish to wait to discuss the matter, arrangements will be made for Jo Hounsham to deal with it.

Our aim in handling verbal complaints is always to try to resolve the issue to the patient’s satisfaction so that it does not escalate and become a written complaint.

Written complaints

  • If the patient complains in writing the letter will be passed on immediately to

Peter Johnston.

  • Complaints about clinical care or associated charges will be referred to the clinician concerned, unless the patient does not want this to happen.
  • If a claim has begun, or if a complaint to one of the regulatory bodies has been made or intimated, advice and assistance should be sought from the relevant registrant’s indemnity provider.
  • A written response to a complaint with an accompanying copy of our Code of practice, Complaints Policy and Procedures and Complaints acknowledgement form will be sent as soon as possible, normally within two working days.
  • We will investigate the complaint to enable us to give an explanation of the circumstances that led to the complaint within ten working days of receipt.  If the patient does not wish to meet us, then we will attempt to talk to them on the telephone.  If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  • We will confirm the decision about the complaint in writing immediately after completing our investigation.
  • We make and keep proper and comprehensive records of any complaint received.

If patients are not satisfied with the result of our procedure, then a complaint may be made to:

 

The Dental Complaints Service for complaints about private treatment

Address: Stephenson House, 2 Cherry Orchard, Croydon, CR0 6BA

Phone: 0208 253 0800

Email: info@dentalcomplaints.org.uk

 

The General Dental Council

Address: 37 Wimpole Street, London, W1M 8DQ

Phone: 0207 167 6000

Email: standards@gdc-uk.org

 

NHS England for complaints about NHS treatment

Address: NHS England, PO Box 6738, Redditch, B97 9PT

Phone: 0300 311 2233

Email: england.contactus@nhs.net with: ‘For the attention of the complaints team’ in the subject line.

 

The Care Quality Commission

Address: Citygate, Gallowgate, Newcastle upon Tyne NE14PA

Phone: 03000 616161

Email: enquires@cqc.org.uk

 

Date: November 2018

Review date: November 2019